About Us

Entertainment Partners is a global organization that has been a trusted production partner to the entertainment industry for over 45 years, helping clients create and produce great shows, choose the best production location, forecast, manage and track expenses, and pay crew and talent. As a global leader in entertainment payroll, production finance and production management solutions, EP delivers integrated, digital solutions to support every phase of production. EP brings together background casting and digital production technology with the Casting Portal, the leading SaaS-based platform that has transformed the way background actors are found, hired, managed and paid, and the iconic and legendary Central Casting.

Entertainment Partners Canada is the lead provider of financial services to the entertainment industry in Canada. We provide financial services to the Motion Picture, Television and Commercial industries along with production management and accounting software services. Entertainment Partners Canada prides itself on being the best in class from a product/services perspective but we are equally proud to have been Great Places to Work certified since 2017, providing an encouraging, accepting, and interesting work experience for all of our valued employees.

Job Summary

The Technical Support Engineer provides excellent customer service through desk-side support to all EP internal employees. Support includes computer imaging, deployment and moves, hardware/software installations and troubleshooting, printer configuration and maintenance, as well as assisting with asset management and end-user training. This person also serves as backup for phone support and proper routing and assignment of tickets.

Key Duties And Responsibilities

• Provide excellent customer service by taking ownership of reported end-user issues. This includes contacting the customer upon receipt of a ticket, validating the priority of the issue, scheduling service within the defined SLA’s, providing updates to customers accordingly and properly recording/categorizing/updating all customer incidents and requests in the ticketing system.
• Troubleshoot and resolve hardware, software and network connectivity issues efficiently and accurately and escalate more complex, time-consuming issues to the Senior Service Desk Engineers, other IT teams or third-party vendors when necessary.
• Setup, configure, test and maintain end-user PCs, Macs, monitors, printers, scanners, copiers and multi-function devices within established service level agreements.
• Document and communicate all workarounds and root causes and post to the knowledge base.
• Perform basic system administration such as enabling/disabling users in AD and mailboxes in the Exchange Management Console according to the approved User Access Management form, granting permissions, adding/removing/updating security groups and distribution lists, creating/deleting DHCP reservations for workstations and joining/disjoining workstations to the domain.
• Respond to information security incidents immediately such as phishing, malware and spamming according to established procedures.
• Maintain workstation, monitor and scanner/printer/copier/multi-function device inventory.
• Move computer-related equipment as requested by clients and coordinate and communicate all changes to appropriate teams.
• Work in conjunction with HR to setup, assign rights and configure workstations during the employee-onboarding and exiting processes.
• Provide end-user training for COTS software and basic computer functionality either in-person or by training video tutorials.
• Serve as a backup for taking calls routed to the Global Service Desk.
• Perform daily/weekly cleanup of individual workspace and Service Desk areas as needed.
• Troubleshoot AV equipment including Crestron, WePresent, Digital Signage & Projectors.
• Train new Technical Support Engineers that are onboarded to the Service Desk team.